Historical Analytics fields
Overview
In Historical Analytics, data is organized into explores. An explore is a collection of related data fields that you can use to build queries and create visualization tiles in custom dashboards. Each explore focuses on a specific aspect of your contact center data.
Level | Name | Description |
|---|---|---|
1. | Explores | The entry points for querying data in Looker. When building a visualization tile, you first select an explore. Explores can display one or more datasets. |
2. | Datasets | Collections of related fields grouped around a specific subject, such as agents, groups, or skills. Most datasets have a dedicated explore of the same name, but not all. The Agents dataset, for example, has no dedicated explore and is only accessible from within other explores. |
3. | Fields | The individual data points within a dataset. Each field has a tooltip that describes its content. Fields are of three types: filter-only fields, dimensions, and measures. |
Explores
An explore is the starting point for building a custom tile. When you add a tile to a dashboard, you first select an explore to determine which datasets and fields are available to you.
About explore and dataset naming
Some datasets and their dedicated explores share the same name. For example, Agent Events, Interaction Summary, and Skills each exist as both an explore and a dataset. The name refers to different things depending on context: an explore is the entry point for building queries, while a dataset is the collection of fields available within that explore. Where names overlap, the surrounding context (whether you are selecting an explore or browsing available fields) determines what is being referenced.
Default explores
The following explores are available by default to all Historical Analytics users.
Explore | Available datasets |
|---|---|
Agent events |
|
Agent summary |
|
Groups |
|
Interaction events |
|
Interaction summary |
|
Skills |
|
Users |
|
Provisioned explores
The following explores are available when specific features are enabled on your account.
Explore | Available datasets | Required feature |
|---|---|---|
Agent Interactions Summary |
| |
Conversation Analyzer (CA) |
| |
Queue events (beta) |
| |
Virtual Agent (VA) |
|
Dataset availability across explores
Some datasets are exclusive to a single explore, while others are shared across multiple explores.
Datasets available in a single explore only
Dataset | Available in |
|---|---|
Agent events | Agent Events |
CA - Categorization | Conversation Analyzer (CA) |
CA - Sentiment | Conversation Analyzer (CA) |
Interaction events | Interaction Events |
Queue events | Queue Events |
Virtual Agent (VA) | Virtual Agent |
Datasets shared across multiple explores
Dataset | Available in | ||||||||
|---|---|---|---|---|---|---|---|---|---|
Agent events | Agent Interactions Summary | Agent summary | Conversation Analyzer (CA) | Groups | Interaction events | Interaction summary | Skills | Users | |
Agents |
| — | — | ||||||
Agent Interactions Summary | — | — | — | — | — | — | — | ||
Agent Summary | — | — | — | — | — | — | — | — | |
Groups | — | — | |||||||
Interaction summary | — | — | — | — | — | ||||
Skills | — | — | |||||||
Users | — | ||||||||
Datasets
A dataset is a collection of related fields grouped around a specific subject. When building a tile, you select the fields you need from the datasets available in the chosen explore.
Default datasets
Dataset | Description | Dedicated explore? | Data refresh frequency |
|---|---|---|---|
Each row represents a single event for an agent. Events are of two types:
Includes start time and date, duration, and agent ID. Average, maximum, and minimum duration, and count measures are also available. | Yes. | N/A | |
Each row represents a 15-minute time slot of agent presence and interaction activity. Includes time in each presence and interaction state, event counts, percentages, and duration measures. | Yes. | Twice daily (up to 12-hour lag) | |
Each row represents a single agent. Presented for all users with an agent license, or with supervisor or admin licenses if allowed to act as agents. | No. Available within explores:
| N/A | |
Each row represents a single group and its settings.
| Yes. | N/A | |
Each row of data represents a single event that occurred during an interaction.
| Yes. | Every 15 minutes | |
Each row describes the lifecycle of a single interaction, including:
Measures include count, Mean Opinion Scores (MOS), and wrap time. | Yes. | Every 15 minutes | |
Each row represents a single skill and its settings.
| Yes. | N/A | |
Each row represents a single user, including archived ones. | Yes. | N/A |
Provisioned datasets
The following datasets are available when specific features are enabled on your account.
Dataset | Description | Dedicated explore? | Data refresh frequency | Required feature |
|---|---|---|---|---|
Each row represents a single channel within an interaction, per agent, aggregated into 15-minute time slots. Includes:
Duration measures cover handle time, connected time, hold time, alerting time, wrap time, talk time, consult time, interrupted time, and monitoring time. Directional breakdowns (inbound, internal, outbound) are available for key measures. A combined consult and transfer event count is also available. All measures support average and total aggregations. | Yes. | Every 15 minutes | Consult and transfer analytics and Agent Interactions Summary must be enabled for your account. | |
Each row represents a single interaction analyzed by Conversation Analyzer. Includes:
Agent talk, customer talk, cross-talk, silence, and subcategory count measures are also available | Yes. | Every 15 minutes | Conversation Analyzer must be enabled for your account. | |
Each row represents a single interaction analyzed by Conversation Analyzer. Includes
Sentiment percentage measures are also available. | Yes. | Every 15 minutes | Conversation Analyzer must be enabled for your account. | |
Each row represents a single queue event. Provides granular data about queue activity, including handle time and queue results per interaction. | Yes. | Every 15 minutes | Consult and transfer analytics must be enabled for your account. | |
Contains raw VA data and calculated metrics for all VA interactions, organized into four sub-explores:
The APAC region is currently excluded from VA Historical Analytics. | Yes. | Every 4 hours | VA Historical Analytics must be enabled for your account. |
Provisioned fields
Some fields within default datasets are only available when specific features are enabled on your account.
Dataset | Field group | Field types | Required feature |
|---|